Learn about what goes into contact centre preparation by exploring related blogs.

Baseball player hitting the ball with a bat against clear blue sky

Using Analytics to Improve Your Contact Centre Batting Average

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Take your customer service to the next level by using the right analytics to judge your performance.

Contact centre success is completely contingent upon your ability to provide excellent customer service. And while you may think you have a fairly good grasp on the satisfaction levels of your customers, when the number of customer complaints doesn’t necessarily reflect your rates of consumer happiness, how can you be sure? Read more →

Businessman Standing Posture In Boxing Gloves Isolated

No Time for Losers: Creating a Champion Culture of Success

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How to develop a winning contact centre culture.

We’ve said it before and we’ll say it again: corporate culture works in mysterious ways. When it comes to driving your contact centre to success, you have to look the part. That means investing time, energy and planning into creating a great contact centre culture, motivating your agents and leveraging the right tools and technology to enable you to outperform yourself. It’s called a culture of success, and corporate experts have long been aware of its impact on employee performance. Read more →

positivity in the contact centre

If You’re Happy & You Know It: Positivity in the Contact Centre

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How to bring the best out of your contact centre agents by cultivating a motivating workspace.

It’s a well-known fact that happy workers are better workers. According to statistics listed by the Canada Human Resources Center, unhappy employees cost North American businesses over $350 billion dollars each year in lost productivity. But creating a positive work environment in the contact centre is easier said than done. Read more →

Making a List, Checking It Twice: Preparing the Contact Centre

Making a List, Checking It Twice: Preparing the Contact Centre

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How to gear up the contact centre for the last minute Christmas retail rush.

Bracing the contact centre for the last minute holiday sprint means checking and double-checking your bases. It’s not too late to prepare the contact centre for the holiday rush. In fact, according to research by Canadian public opinion market analyst Harris Decima conducted last Christmas, 69 percent of polled Canadians said they hadn’t finished their Christmas shopping yet as of Dec. 16. Read more →

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5 Tips for a Joyous Customer Service Holiday Rush

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How to go above and beyond with contact centre customer service and set your business apart during the most competitive time of the year.

Ah, the holidays. Each year they creep up on us earlier and earlier: pretty soon we’ll skip harvest time all together and jump right from the end of summer to the holiday retail season. Until that time, however, the period of weeks preceding the winter holidays will continue to be the busiest time of the year for retailers, e-tailers, and customer service pros alike. Read more →

Managing Workplace Conflict

Managing Functional Conflict Within the Contact Centre

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How to make sense of functional conflict, apply what is learned from it, and create a more harmonious, efficient workplace.

“Functional conflict” may sound like “devout atheist,” a bit of an oxymoron. But the truth is some conflict in the workplace is actually productive. Functional conflict is defined as the type of discord that actually serves the contact centres best interests and may in fact improve performance. Dysfunctional conflict is the bad stuff – petty infighting, unproductive arguments, and obstinacy – that gets in the way of your client service centre’s operations. Read more →

What is Functional Conflict and How Can You Benefit?

What is Functional Conflict and How Can You Benefit?

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How to upgrade your viewpoint on conflict within the contact centre and reap the benefits of functional conflict to improve your work environment.

These days, you can’t flip through television channels without hearing some reality TV personality telling someone else to “save the drama.” No one wants unnecessary conflict, especially in the workplace. But while we’re quick to say we want no more “drama,” what if conflict could actually be productive? Read more →

Utility Worker

Checklist – 15 Things to Help Plan for a Service Outage: Part 2

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Ensure your customers’ needs will continue to be met in the event your contact centre experiences a service outage.

Note: The following is part two of a two part article. Find part one here.

When we last left off on Wednesday, we had covered 8 steps on how to plan for a service outage. The remaining 7 steps will be the focus of today’s article. These steps will ensure your customers’ needs will continue to be met in the event your contact centre experiences a service outage. Read more →

Businessman Preparing Checklist

Checklist – 15 Things to Help Plan for a Service Outage: Part 1

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How to guarantee that you can maintain a high level of client service when an unexpected service outage disables your operations.

The following is part one of a two part article. Find part two here.

When providing excellent client service is your top priority, unexpected operations outages can be disastrous. To ensure your client service centre is prepared to handle nearly any surprise service shutdown, here are a few preparatory steps you can take. Read more →